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November 2023 by Ryo O.
Don't attempt to buy an extended warranty from these people (Yes the part ware you pay them money)They will select the most pissed-off person in the building to return your call.After the obligatory "How are you doings" they go right in to accusation mode."Where did you get this car from" (It's not their business, It's a Cadillac that was built by GM, not by me in my own back yard)Then they will ask you the the mileage, which of course is a standard no problem question. I know it by heart 53k She immediately responds back well your going to have to drive it buy so I can verify it.So I responded with "So were done here?" (I for some weird reason was expecting a vague quote based off the year and mileage)She responded with I'll be here all week you can drive it by.I should have told her don't hold your breath!
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September 2022 by Jamie C.
I decided to give the service dept a second chance after they gave me the run around with my AC a year ago. It was a bad decision. My car had been making a humming sound that was progressively getting louder. I took to GL and they told me that I needed 4 new tires immediately. That didn't set right with me as I had just had the tires looked at by professionals. They also told me that I absolutely did not have a wheel bearing problem. I felt rushed and like they were not being completely detailed in their diagnosis. I decided to take the car to another mechanic. The car was then looked at by 4 additional mechanics who specialize in tires. All of the mechanics agreed that I had a bad wheel bearing in the back right tire. They even brought me out to the car on the stand and let me feel the vibration on the plate by the affected tire. The wheel bearing was replaced and the noise is now gone. They also all agreed that my tires did not need replacing. I called the Service Manager Brett back at Gerry Lane to ask for my diagnostic fee back and he refused. They cannot admit mistakes and their mechanics are not detailed.
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August 2022 by Lori M.
Absolute worst customer service by finance "manager" Marsha Williams. I'm stuck paying about $2800.00 over their advertised website price for a vehicle that doesn't thrill me. Marsha says they are not responsible for pricing errors on their website because it's handled by a third party. I had the occasion to meet Mr. Lane a few times and he would have personally proof read the content on his website before going "live" in a digital format. I know he'd be appalled at the handling of this situation.I was shopping for a new car on Friday, August 25, 2022. I'd test driven so many and was exhausted with a splitting headache.I'd never owned a Cadillac and never will again after this experience.I was greeted by a delightful salesperson, Carla. I'd buy from her again in a heartbeat. She's energetic and bends over backwards to earn your business. Hopefully she moves on quickly to a more reputable dealership soon.I closed the deal without doing enough research. I was exhausted and it was late. I've also had 7 orthopedic surgeries in the last year and simply could not walk any further.I discovered less than 24 hours later that I'd paid approximately $2500.00 more for the vehicle than their advertised price on their website. There's absolutely no doubt about the vehicle because their website contains VIN numbers.When I brought this to their attention, Marsha Williams told me they are not responsible for pricing errors on their website. She further advised there are disclaimers all over their website and they'd fired a prior website maintenance company for this reason. I never asked to re-negotiate the deal. I never asked to rescind the sale. I proposed they make things right by throwing in upgraded floor mats, a few oil changes or maybe some Cadillac merchandise. Marsha said no.When this is all said and done, Marsha will be begging to personally deliver floor mats to me. The answer will be no.
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July 2022 by Paola N.
If I can give this place a minus 100 star I would. The worst business ever. Ordered a $100k escalade, waited 8 months for it and was never informed it was ready. Last Friday decided to check on the status of the car and it was no longer listed on the website. Today, the GM informed us the car arrived on 7/6 and was sold to someone else without notifying us the car was ready. Unbelievable a place like this is still in business.
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March 2021 by J C.
This Company Sucks , they are SCAMERS more than anything! I wouldn't rate them one star !!!!!!!! My truck has been to the service dept not 1, not 2 , but three times for them DROPPING the ball at Mis diagnostics!!!!! Jeff need to be home some where's Resting and taking care of his self , he don't KNOW anything about SERVICE and customer service ... he don't KNOW what the heck he's doing , he stating that he is sry for Missing the other issues .. that that was their mistake ../. I bought my truck back for second time to correct their issue they didn't fixed and something new that they missed and he was just very sorry there was a mistake on our end so he says ...but I can take it back in and let them fix it at another Fee of course .. our truck then goes back to the dealership for the second time which caused Them to make two claims when it could have just been one at the beginning two times in the row garbage service and. for us to pick it up and we takes off the next day on family vacation to hear along the line our breaks Squeaking... goodness like are u serious .. at This point I am boilinggggg ..I then . call Jeff askHim did u guys not test drive our vehicle he states ummmm yes ! What u have ? I explained he tells me the same Of dam story he sry he sry he's sry they must have not hear it but he can have them Check it and be sure they correct it ... THREE times at the factory Company , u drop the ball your kidding me ... after y'all done already received over $6,000 glt such poor service , I need ya Higher Reap in charge at this point. May I speakWith them here we go.. "Brett" . I explain to Brett what's going on and he acts as ifffffff he truly understands but then only offer to Help with cost AFTER your company With lack of Service DROPS the ball The third time !! Soooooooo inconvenient and worthless!! The company SHUCKS and will NEVER ever Gain Great Business for the lack of Integrity ALONE!!!!!!! He got smart and stated it's not his responsibility) nor his company.. ur kidding me They are ALL about $$$$$$$$ andTrue Rip offs!!!!!!! He refuse to fix the problems his company has caused!! Money is never is issue for us , We are blessed ... but they will continue to go down the hill !!!! I pray no one else have to deal With the hell my family and I just went through!!!!! My husband Still paid they a** , and just ask To PLS not let ANYTHING eles be wrong with our truck ! It won't go back there ! I am contacting the BBB as we speak !!! Wait!!!!!!!!!!!! After ALLThat could you believe that Jeff calls me a hour later back to state that he wanted to be very clear with what's going on and to let me know that they discovered that the front breaks needs work but didn't say that when I spoke to them about that back breaks (WOW) i take it that Brett went and back checked himself AFTER my husband ask him to please Make sure we don't have to come back a 4th time around totally Insane Location is Garbage ! They need to close down for real ! That SERVICE Dept. Sure (HORRIBLE) service !!!!! I wasn't Going to do a review because I gave them the opportunity to correct the problem NOT once . Twice , three times and the FACT that our truck is giving us the EXACT same problem we bought it to them for that would make FOUR times back and forward to their services dept within 3 months EXTREMELY NOT OK!!!!!! A review was most definitely necessary, back to square one , but it won't be with them, however I do have someone higher I charge if this matter ! NOT ACCEPTABLE!!!!
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March 2021 by Antoinette K.
If you like to flush $30,000down the toilet and then be lied to you this is the place to go. I picked up my "certified"used car that passed all 170 points of inspection on Saturday and by Monday my check engine light was on not even 48 hours later. My fiancé told me the light could be any thing as simple as a gas cap, so I get auto zone run the codes. They tell me it's the camshaft sensor. I bring car to the dealership at 7:45am to have them fix it before I have to go into work. I was told and in my warranty it says I get a loaner car if the car needs work. I was told they don't have such cars available. I was told there is a shuttle, but it "just left"and they could not run me 3 minutes from the dealership to work. SO I had to get an UBER to work after I just gave them $30,000 for a car. I'm still trying to stay calm and be happy I have a new car through out the day hoping they will make it right. At 2pm the service department calls to tell me the car won't be ready, she doesn't know what exactly is wrong with it, and they don't have any loaner cars. I ask to speak to the manager. I am told the manager won't be back until next week. I tell Tanya I want a refund on my car I just bought and I need to speak to someone. To be totally honest I wasn't the nicest. She said she would have Sam call me. I had to call Sam several times to get her on the phone. Sam then passes me over to Marsha when I ask again for a refund. Marsha was initially was a nice woman when I was signing over my $30,000 last week, but now she is no expert on cars and won't even tell me what is wrong with my car. She some how magically produces a loaner car they didn't have 20 minutes ago and offers to have someone come pick me up. When I get to the dealership I speak to Marsha she again claims to know nothing about cars, but they will fix said car. I ask to get the history on the car and she tells me she will get it by tomorrow. She tells me I can't get a refund even though it's pretty clear something is VERY WRONG. I can only do a trade in. Before leaving I ask to collect my things from my car and she goes to the service center to get my keys. Marsha asks Tanya has the car been check and Tanya says yes. She asks what needs to be fixed and Tanya checks her computer and says the Solenoid. Marsha asks me if I brought the car in saying it wasn't driving properly. I said nothing. Marsha then asks Tanya and the other workers what it is and how does it work. They all clearly don't know or can't say due to legal reasons. Marsha walks off and comes back with a paper detailing what a Camshaft Actuator System does which is the same thing auto zone said. She says I can wait for a mechanic, but then she says oh no you have to go pick up your son from school with a sassy expression. I replied isn't that convenient for you and left.Why are people lying?? If there is nothing to hide about the car then why are they giving incorrect information? I just want to feel happy I purchased a car that is fully functioning and not a lemon. Is that too much to ask for?? I guess so. I'm very disappointed..
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February 2021 by Jael H.
I am giving this review with no hesitation at all. This place it's really the best place to buy a car if you need help getting what you really want. They really know the market. Very knowledgable people. I love my XT4!!!
